News for the Hospitality Executive |
Effective International Ground Transportation Program |
By Mike Fogarty, December 19, 2008 When corporate travel managers tackle a Request for Proposal (RFP), �Ground Transportation� is frequently the last item considered - not a surprising fact, given the relatively small percentage of the spend typically attached to ground transport. That being so, the international component of a ground transport program can draw even less attention. Yet there is a disjunction between the attention given to international ground transport and its importance: Not paying attention to what happens to a passenger when she steps off the plane at the other end of an international flight can have risky consequences, including the passenger not having the proper currency to pay for the ride, not being able to tell the driver where she would like to go due to language barriers, or � in the worst case � perhaps getting into the wrong car and finding herself the victim of a crime. Bottom line: Creating a sound international ground transportation program is not just a matter of efficiency, cost-savings and a creative positive experience for travelers. It is also an exercise in prudent risk management. Here are some tips that should make the travel manager rest easier, and feel more comfortable, when trying to select the right provider for international ground travel. An International Ground Transport Checklist If you think getting a safe, courteous ride for the right price is difficult in New York or London, imagine performing that feat in Beijing, New Delhi, Mexico City or Moscow, where the �illegal gypsy cabs � often set standards of pricing, service and safety. Many international chauffeur service providers offer alternatives to the �local experience� � but how many actually understand the markets they serve, set strict driver standards for local service, and provide value for money service options for a small or mid-size budget? If you are planning an international itinerary that requires ground transport, here are some selection criteria to consider: 1. Insist upon strict, verifiable quality � An international ground provider should carry out on-the-ground site inspections with every local partner whom they engage. They should also have a formal contract with international provider-partners, which specifies strict service standards, and requires background checks including checks for licenses and insurance.Here are some benchmarks for evaluating a provider�s value: 1. Insist on the ability to monitor service levels and spend patterns � Any reputable ground transport partner should be able to share with you their anticipated estimate of costs . . . and allow you to see how the charges typically accrue over time, from reservation, through ride, to billing. Look for a provider willing to agree to KPI�s that meet your requirements, and one that can deliver monthly management information reports so you can gauge the success of your program.Enhance Service � Reduce Risk Beyond cost, service is key. As suggested above, travel managers should inquire about a provider�s driver selection and training programs; request copies of contracts with affiliate or franchise service providers; obtain certificates of insurance; and conduct site inspections and periodic reviews of service performance with the ground transport company�s managers. In addition, in today�s fast-paced and increasingly interconnected international marketplace, it is impossible to overstate the importance of choosing a ground transportation provider who is thoroughly familiar with all the markets served � including an in-depth knowledge of local topography, traffic patterns, and best available routing. Choosing a ground transportation provider wisely can make all the difference between success and failure in planning a complex corporate travel itinerary. And it can be an important tool for effectively managing risk, as well as cost, on the ground in distant markets. Good luck � and safe travels!
Mike Fogarty is the CEO of Tristar Worldwide Chauffeur Services, U.S. Based outside Boston, Tristar maintains teams of chauffeurs in New York, Boston, London, and Manchester, and operates through a network of highly trained and qualified affiliates in 44 countries worldwide. |
Contact:
Michael Frenkel
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